Business Profile

Department Stores

Transformco

Headquarters

Complaints

This profile includes complaints for Transformco's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,250 total complaints in the last 3 years.
2,117 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/08/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 27, 2022, I placed an online order with Sears Parts Direct for parts for a GE Washing Machine. The order number was C757734. The order total was $69.55. The following day, I checked the order number online to see the status of the order. I immediately noticed that the delivery address on the order was not the delivery address I had entered on the order. It was a different address. My home address is **********************************************************. The address on the delivery order was changed to ****************************************************** **.I contacted Sears Parts Direct to notify them that the order had a different address from the address I had entered on the order. I asked them why, and was told that it was probably an error by the employee who entered the order in the system. I didnt believe them, because this was not a typo, it was a completely different address from the one I requested. I was told they couldnt change the address on the order. The order would have to be cancelled. I told them to cancel the order, and refund my money. It has been over a week, and the order was never cancelled. According to Sears Parts Direct, the parts were shipped. I never received the parts, because they shipped via *** to the wrong address. The tracking number I was given is 1Z63EW100351892388.I have contacted Sears Parts Direct several times. I have been unable to talk to anyone on the phone. I have to use the chat function on their website. They tell me I will get a refund, but I havent received anything. I believe that this is a scam.
Business Response
Date: 11/29/2022
November 29, 2022

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

Reference File # 18375357 - *******************************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations;

We have completed the investigation of Mr. ************************ regarding his dissatisfaction with
The fulfillment of his order from Parts Direct Website.

Upon investigation, our records showed that the part was shipped to the wrong address, we apologized for his inconvenience. Charges were refunded to him on his credit card ending on **** for the amount of $69.55 on November 7, 2022. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************************************. With that being said, since we did provide ******************** with his requested resolution, we have closed our file.

We apologize for any problems or frustration that ******************** may have experienced with Sears Parts Direct.
We do value our customers and strive for their complete satisfaction including a reasonable
Resolution of any complaints. Please feel free to contact me at *****************************************************************************************;if
You have any further questions.

Sincerely,
*************************
Regulatory ******************************************************* Corporation
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a full refund in November 2022.

Sincerely,

*******************************
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged ****** for Sears home services to repair my dryer. I was told that the fee was for diagnositic and would be applied towards the repair of the dryer. After the initial diagnostic I was told that they could not order the part and that I should attempt to try to order the part if it was available. This information should clearly be communicated to the customer in regards to the inability for them to fix the appliance or find the part that is needed. How can the ****** be applied towards my repair bill if they were not able to repair the appliance? I was reassured via chat with Sears home services that they were confident that they would be able to repair my appliance. However thru serveral communication via chat and phone in order to rectify the situation. I requested to speak to manager and I was assured on would contact me within 24 to ******************************************************************* regards to a resolution and clear communication.
Business Response
Date: 12/09/2022
December 9,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Reference File # ******** *************************

Unfortunately,due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic.Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations,

We have completed the investigation of Ms. ***** complaint regarding the trip charges incurred on the repairs of her dryer.

First, we would like to apologize to Ms. ***** for failing his expectations. We do not take these lightly and we sincerely apologize that she was not satisfied with the information provided at the time of the service.

The estimate is the total amount that will be owed and it includes the cost to travel to the home and diagnose the problem and provide the estimate, and then the cost of any parts and the labor to install those parts. In ************** case unfortunately the parts needed for the repairs were no longer available.

The trip charges are not refundable,however as a one-time courtesy we refunded the trip charges. The refund was processed on December 9, 2022, for $145.47.We would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ***************************************** With that being said, since we did provide ************** with her requested resolution, we have closed our file.

We apologize for any problems or frustration that Ms. ***** may have experienced with Sears.
We do value our customers and strive for their complete satisfaction including a reasonable
Resolution of any complaints.Please feel free to contact me at **************************************************** if
You have any further questions.

Sincerely,

*************************
Regulatory ******************************************************* Corporation
************

Customer Answer
Date: 12/19/2022

Complaint: 18371670

I am rejecting this response because:

Sincerely,

*************************
I have not received the refund that was suggested in the response once I receive the refund suggested I will consider this case closed. I do understand that sometimes there are extenuating circumstances, such as covid that was mentioned in the explanation and other matters and I also understand that the service fee is nonrefundable however as I mentioned previously, I was told the nonrefundable service fee would be applied to the repair of the appliance, and I was assured that this would occur by several over the phone conversations. This is unfortunate because I have used this company for years and was very pleased with the service however this is the second time that services were not rendered. The first time I did not report the issue which occurred a few years ago. Recently I had to go elsewhere for my services and will continue to do so in the future the company I used gave complete customer satisfaction and a warranty that they honor.
Initial Complaint
Date:11/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 21, 2022 I purchased a Kenmore ********** refrigerator with ice maker model # *****. This refrigerator was delivered in May. From day one there were problems with the door. The delivery guys had a hard time changing the handles. According to the repair guys there was nothing to s**** the screws to just a hollow hole. They got the handle to stay but it was loose. After they left I could not get the cheese tray to open. So I requested someone to come out. Then the door wouldn't stay closed. The same repairman came out and tried to fix it and he ordered the rubber seal and another door because he said it was damaged. The rubber seal came in June but the door never came. I called several times because after being out of town for an emergency I lost everything in the fridge because the door was not closed. I called to find out when the door was coming and each time the response was it is being made. For five months still no door. So I called and requested a new refrigerator. Today Nov 8th it was delivered. The same problems all over again. So I sent it back and requested a refund because apparently they are all damaged. I spoke with several people before I got a young lady name *********, who was very rude. I tried to explain the situation and how long I been calling and how I lost food which I told on caller and he said there is nothing that we can do about that. Well ********* talked all over me talking telling me that I can not get a refund and that I can choose another refrigerator and pay the difference. I m really mad at the service I received and I want nothing to do with this company again, Just give me my refund and we call it quits. I deserve better than I have been treated for the last six months. I would like a refund so I can purchase another fridge before I lose more food. This has been the worst experience in my life. My mom love Sears and now it is awful. Please send me a refund because it seem that your appliances are bad.
Business Response
Date: 12/06/2022
December 6, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: *****************************
Complaint ID: ********

Dear BBB Customer Relations,

We have completed the investigations of Ms. ******** complaint.

First, we would like to apologize for any inconveniences or frustration Ms. ******** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value Ms. ******** as a loyal customer and we regret the delay in resolving this issue. The refrigerator had failed under the manufacturers warranty and the part needed to complete the repair is not available. The service unit authorized the refrigerator for $881.05. She chose a replacement model and has been processed unfortunately the handles were damage upon delivery. Refund is not an option. The same refrigerator still available with a delivery date of December 10th.We sent an email to her that if she want the same refrigerator we will be happy to process it for her. Should she has any additional questions or concerns she can contact me directly via email.

Again, we apologize for any problems or frustrations that ****************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,
***********************
Regulatory Complaints Specialist
Email: ********************************************************************************** us why here...
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in a service request to repair a cracked stove top with Sears ************ LLC. in April 5th 2022 I paid to the amount of $576.81 for new parts and for the equipment to be repaired. It took a while for the parts to arrive due to supply chain issues. When it finally arrived in early September and the technician came out. He diagnosed that he was not able to perform the job and wrote up a letter for a full refund (please find attached). This was date 19th of Sept 2022.However I have called Sears multiple time and all this time I am told that they are still processing the request. This has been going on for almost 2 months now and I want to file a BBB complaint to get a refund and also would like compensation for the inconvenience.
Business Response
Date: 12/01/2022
December 1,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

Reference File # ******** *************

Unfortunately,due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations,

We have completed the investigation of Mr. Ongs complaint regarding his dissatisfaction with
The refund due for the repairs on his cook top.

Upon our investigation our records reflect that the refund of $576.81 was issued on October 27, 2022 via check. We reached out to our accounting research team, and we have been advised that the check was cashed by ********** on November 23, 2022. With that being said, since we provided Mr. Ong with his requested resolution, we have closed out the file.

We apologize for any problems or frustration that Mr. Ong may have experienced with Sears.
We do value our customers and strive for their complete satisfaction including a reasonable
Resolution of any complaints. Please feel free to contact me at **************************************************** if
You have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I purchased the insurance protection for a refrigerator I bought from Sears and the fan has malfunctioned and it has been making a loud noise making it almost impossible for me to sleep and work from home. I contacted Sears on October 5th they sent a third party company whom advised we needed and new fan but never returned since. I never received a call for a new appointment. I have been calling Sears and they have yet to send someone out. I just received the parts on Nov 5th and had an appointment for Nov 7th and no technician showed up. I been calling calling Sears all day they keep me on hold and then drop the call. I requested for a supervisor to contact me to resolve this issue and they said they would call within one hour. I never received a call.
Business Response
Date: 12/06/2022
December 6, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: *******************************
Complaint ID: ********

Dear BBB Customer Relations,

We have completed the investigations of ****************** complaint.

First, we would like to apologize for any inconveniences or frustration ****************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ****************** as a loyal customer and we regret the delay in resolving this issue. For clarifications the profile under the *********************** is under ***************************. Our record shows the repair for the refrigerator was completed on December 15th. The service technician replaced and installed the parts and closed the call. Since the repair was completed we have closed our file. Should ****************** has any additional questions or concerns he can contact me directly via email.

Again, we apologize for any problems or frustrations that ****************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,
***********************
Regulatory Complaints Specialist
Email: ******************************************************************************
Initial Complaint
Date:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 14, 2022, a Sears Protection Agreement for a dishwasher was renewed. An appointment was made for July 21, 2022 to replace three parts. The appointment was rescheduled several times to wait for parts to be shipped. Two parts arrived but the third part did not. The technician requested a replacement because of part unavailability but was denied. The part order was canceled and the part was re-ordered from another source but still has not arrived. On September 27, 2022, case ******* was created to request dishwasher replacement due to lack of part. Over 20 phone calls were made to resolve this situation, but no representative could be reached who has the power to resolve it. Some claim that the part has arrived to the technician or another department, but nobody seems to have located it and no tracking number for the part ever appeared. No end date has been provided for resolution. Sears should either repair or replace the dishwasher. It would help if Sears offered a free protection agreement for the duration from the renewal of the agreement to when the unit is repaired or replaced, as the agreement has not been enjoyed during this egregiously long and time-consuming (many long and frustrating phone calls) wait.
Business Response
Date: 12/08/2022
December 8, 2022

Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: ***********************
File Number 18373542

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative.We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products.We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed the investigation of Ms. ******** complaint regarding the repairs on her dishwasher.

Upon receiving Ms. ******** complaint we contacted the unit for assistance. Our records indicate as of December 6, 2022, she was authorized to receive a replacement dishwasher valued at $585.00, and this is in accordance with the terms of her warranty, the Master Protection Agreement (MPA). ****************** can select a replacement at a Sears or Sears Hometown store and an agent can assist her with the replacement. If she does not have one in her area, she can select an item listed as Sold by Sears on Sears.com then contact the protection agreement office at ************ for assistance in completing the exchange. Accordingly, we have closed our file.

We apologize for any problems or frustrations that Ms. ******** may have experienced. We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************************************
Customer Answer
Date: 12/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:11/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a refrigerator 5 years ago. The refrigerator has stopped working. There is a recall (warranty) on the compressor. We have waited and waited. Its been 2 months and Sears cant come until Dec 3rd. That 3 months with no refrigerator.
Business Response
Date: 12/20/2022
December 20, 2022

Customer Relations
******* **********************
330 ****************.,Ste. #****
*******, ** 60611

Re: # ******** *********************************
Dear BBB Customer Relations:
Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

In order to investigate and respond, we had to reach out to our service unit for assistance. Our records indicate that a December 03, 2022, the repairs to ******************** refrigerator were completed. Should ****************** have any additional questions or concerns, she is welcome to contact me via email at ************************************************.
We apologize to ****************** and appreciate the opportunity to address this matter.Please feel free to contact me if you have any further questions or concerns.

*********************
REGULATORY SPECIALIST, Regulatory Complaints
Transform SR ***************************
Initial Complaint
Date:11/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our range that we originally purchased from Sears in **** stopped working back in July 2022. I have been a long-term subscriber to the Sears Master Protection Agreement contract renewing it every couple of years. When I called their ***** number a repairman came to the house on September 20, 2022 and told us the problem was in the control panel (the oven stopped warming up once it reached 150 degrees). He also said it was very unlikely they would find the necessary parts to fix the range due to its age. I never heard back so on September 26, 2022 I called the Protection Agreement ************** and they confirmed the parts could not be found and they would be replacing the range with a comparable one. My replacement case # is *******. Since the, I have called them back 3 times in October and was told each time to be patient and look for an email with instructions. It is now November 7, 2022 and I have heard nothing. This has been going on for 3+ months. So with Thanksgiving in a few weeks followed by the holidays, we decided we have to have an oven to bake with and cannot wait any longer for Transform ** to respond. So we are planning to purchase a new range this week. What I am requesting is a refund of the cost of a new range we are about to purchase (~ $1300) and a refund of the protection agreement contract I just renewed for 2 years ($699.11). I no longer want anything to do with Transform ** products/services and/or Sears (which I know was in bankruptcy until very recently). My Master Protection Agreement contract # is *************** and expiration date of 9/16/2024. At the time the range stopped working it was still under warranty with the last contract. Please let me know if you need further information and thank you for any assistance in resolving this dilemma.
Business Response
Date: 12/27/2022
Please see the attached response.
Initial Complaint
Date:11/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We made an appointment for someone to look at our clothes washer. Upon making the appointment, Sears charged me $1. I was told the remaining amount would occur once the man arrived. The service person called. It was determined through conversation that he would not be needed as the repairs were told by him would be too expensive. We declined any service appointment. The letter we received references the following information:Service Number: *************** Account &Payment ID: *************** bill states I owe $139.06 for services not rendered.
Business Response
Date: 11/29/2022
November 29,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: # ******** *********************

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations,

We have completed the investigation of Mr. ******* complaint regarding the bill that he received for the trip charges for his washer.

First, we would like to apologize to **************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience.

We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
We determined that the bill was closed incorrectly, since the service call was not completed. So this bill was closed out on November 9, 2022.

His account was noted as paid in full. So his bill was removed and if he receives any further correspondence dated after November 9, 2022, related to this debt he is welcome to email me for further assistance at **************************************** , we dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide **************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that **************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:11/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a service protection agreement with Sears Home Repairs. My Kenmore Boiler which heats my house needs to be replaced with a new boiler, which is covered under the service protection plan. On May 1, 2022 the service repair person initiated the Paperwork needed to get the boiler replaced. I have called over ********************************************************************************************************************* sept 2022 they made me buy a new service protection plan because they said even though it was covered under the old plan, I would not get the boiler replaced. Its been 3 months since the intial ticket was put in to replace the boiler, but because no has done anything the service plan ran out on sept and I had to spend another **** to renew it. Now its Nov 3, 2022 and I still have not had a new boiler installed. There is no one I can tally to because I keep getting bounced around from department to department. Each department keeps telling they have escalated the case and I should wait **** business for a resolution. Now its cold and my grandmother who is 75 years old has been sick cause we have no heat in our house. They tried to send anothet repair person to my house on Nov 2, 2022. I called out of work and then no one showed up. I am completely broken at this point and I dont know what to do. I paid for this service. A Boiler cost $10,000. They have taken my money for years and now refuse to replace my boiler. Right now this is criminal that I have paid for service that not only have not provided but are dragging it out so I have to keep my protection agreement current.If needed I can provide you with my prtection agreement and my phone records. Also the technician visits.
Business Response
Date: 12/16/2022

December 16, 2022

Better Business Bureau
Customer Relations
330 *****************************************************************************

Reference File # ******** *************************

Dear BBB Customer Relations:

We have completed the investigation of ******************** complaint regarding the problem she encountered with the repair/replacement of the boiler through her protection agreement.

Firstly, we apologize for any inconvenience or frustration that ******************** may have experienced. We reached out to our HVAC replacement team for assistance. We received confirmation that the boiler was approved for a replacement and a new unit was installed on November 30, 2022. With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.

We apologize for any problems or frustrations that ******************** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.

Sincerely,

***************************
Regulatory Complaints Specialist

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